Inconsistent behavior of inbound email action to update interaction's work notes for incoming emails

[SrinivasuSa]

Hi Team,

The user has reported the following issue. Please review and advise where the problem may be.

We are seeing inconsistent behavior with the Email Inbound Logic "(BA) Create new interaction - Reply Email", where user email replies are not consistently extracted as work notes.
This is directly impacting our AI-powered Helpdesk Agent, which relies on work notes updates as its trigger. When the extraction fails, the agent does not fire, and end users are left without a response.
Examples:
- Working as expected: IMS0127825
- Work note NOT updated: IMS0132003, IMS0128844, IMS0125707
We cannot identify a clear pattern distinguishing the failing cases from the successful ones. Please see the attached screenshot of the rule for reference.
Given the direct impact on end user support, we kindly request prioritized handling of this issue.

Thanks in advance!

Best regards,
Srinivasu S

[SrinivasuSa]

Whenever user reply back to an email, that reply is not reflected in work notes of the interaction record

please check screenshots of reply email, working as expected and working as not expected

Thanks in advance!
Srinivasu Sagiraju

Thanks in advance